# Create a scenario > A scenario automates what repeats: welcome messages, follow-ups, reminders, orders. You describe it once, and WYP.chat adapts it to each channel and to the 24-hour window. ## Steps 1. Open **Automation › Scenarios**, then the **Ready-made scenarios** tab. Filter by **Goal**, **Trade** or **Channel**. 2. Click a scenario, for example “Delivery reminder”: its card says what it does and what you will need to set. Click **Install**. 3. The scenario opens as a **Draft**, with its messages ready to read through. The box at the top left lists the points to set before activating: team, message approved by WhatsApp, tag… Click a point to go to the block concerned. 4. Click a block to set it up in the right-hand panel. The + between two blocks opens **Add a block**: messages, **Ask the agent**, wait, condition, A/B test, actions, end. 5. For a WhatsApp message, set **If the 24-hour window is closed**: **Send a WhatsApp-approved message**, **Do not send and continue** or **Hand over to your team**. 6. Click **Test**: the simulator replays the scenario as the customer, without sending anything. Reply in their place, skip the waits, then **Start again** if needed. At an **Ask the agent** step, the simulator does not call your AI agent: choose what it would do, and its reply shows marked **Simulated reply**. 7. When the box shows **Ready to activate ✓**, click **Activate** and confirm. A supervisor clicks **Request activation**: the administrators are notified. ## A scenario started by your AI agent When the **When** block is set to **Started by the agent**, your AI agent starts the scenario when it recognises a customer request. 1. Click the **When** block, then choose **Started by the agent** in **Event**. 2. In **Customer requests that start this scenario**, click **Add a request**: **Appointment or booking**, **Order**, **Question** or **Other request**. 3. Activate the scenario. When a customer writes “I would like an appointment”, your AI agent replies with a short sentence, for example “Let me check the available slots.”, then the scenario takes over. In the conversation, a line says so: “Coucou started Appointment booking”. Your AI agent starts the same scenario only once per conversation, until it is resolved. When the scenario ends, the AI agent takes the conversation back; if the scenario handed over, your team does. Without an AI agent on the channel, set **When** to **Message received** with keywords. ## The Ask the agent step The **+** offers **Ask the agent**, with three uses: - **Answer a question**: in the middle of a scenario, the customer asks “how much is the oil change?”. Your AI agent answers from what it knows, then asks the last question again if the **Answered** exit stays empty (**Then ask the last question again** box). - **Understand a free reply**: the customer writes “rather Thursday late morning” instead of tapping a button. Write your **Choices**: your AI agent puts the reply in one of them, or in **Other reply**. It only reads the customer’s last message. - **Write a draft**: say **What the agent should write**, for example a quote follow-up. The draft shows in the conversation for your team, who send it or ignore it. It is never sent on its own. Each step has an **AI unavailable** exit: your AI agent is paused, or the AI replies in your plan and your credits are used up. Left empty, **No reliable answer** and **AI unavailable** hand over to your team. ## In the customer’s language A message goes out in the customer’s language: the one they write in, otherwise the one on their contact card or from their number. The messages of ready-made scenarios, sign-up by trade and AI agents such as [Veilleur](https://wyp.chat/en/help/veilleur) exist in French, Spanish and English: as long as you do not change them, the right one goes out on its own, buttons included. A text you write or change goes out as it is: open **Other languages** under the message to write its translations. Outside the 24-hour window, the message approved by WhatsApp keeps its own language. **Good to know** To start from a blank page, click **New scenario**, then **Start from scratch**. Ready-made scenarios, starting from scratch and marketing scenarios are open on every plan: on the Free plan, each automatic message costs 2 credits. A scenario stops as soon as a team member writes in the conversation (you can change this in the **When** block) or the customer replies STOP. Scenarios are for administrators, supervisors and viewers (read only); the Member role has no access. While a scenario runs, your AI agent stays quiet in the conversation, except in **Ask the agent** steps, which follow the same safeguards (see Your AI agent’s limits and safeguards). Once it is active, follow it and edit it without disturbing the contacts already in it: see [Follow and edit an active scenario](https://wyp.chat/en/help/suivre-workflow). On Telegram there is no 24-hour window and buttons become Telegram buttons; a scenario only writes there to customers who have started your bot (see [Connect Telegram](https://wyp.chat/en/help/connecter-telegram)). ## Related articles - [Follow and edit an active scenario](https://wyp.chat/en/help/suivre-workflow) You run an active scenario from its diagram: how many contacts enter it, where they stop, who is in progress. - [Send an interactive message (buttons, list, carousel, products)](https://wyp.chat/en/help/boutons-listes) An interactive message lets the customer reply with a single tap: a button, a list row, a carousel card. - [Your AI agent on WhatsApp, Messenger, Instagram, Telegram](https://wyp.chat/en/help/agent-ia-messageries) Your AI agent answers your customers on WhatsApp, Messenger, Instagram and Telegram once the owner has turned it on and you have chosen, channel by… - [Coucou, Allô and Veilleur: your AI agents](https://wyp.chat/en/help/agents-ia) Coucou and Allô are the two looks of your AI agent, and Veilleur replies when you are closed. Set them up in three steps: set up, try, activate. **Learn more** - [Automate WhatsApp Business with scenarios](https://wyp.chat/en/features/workflows) --- Source: https://wyp.chat/en/help/creer-workflow · Updated on 12 October 2026